Standing service ticket-tags-and-alerts-rechecked-on-fresh-samples-every-month · revised 12 October 2026
Standing service
Re-check your ticket suggestions and alerts on fresh samples every month
Each month your customer-support ticket category suggestions and cancel, legal and safety alerts are re-tested on a fresh labelled sample and planted cases, and drift is reported with the fix.
This starts a conversation by email. Nothing is charged, and nothing is monitored, until we have agreed scope, access and terms with you in writing.
The responsibility you hand over
Suggestions and alerts that passed a test at launch drift as products, customers and wording change. Without a fresh check each month, a missed legal request or a wrongly routed outage is found by a customer.
Who it’s for: Support lead who already uses automatic ticket suggestions or alerts and wants to know when they stop being right.
Usually starts when: Products, customers and wording change, and nobody notices the suggestions have drifted until a ticket is badly routed.
The result: Each month a fresh sample of tickets labelled by your staff and a set of planted messages are run against your suggestions and alerts. You receive the agreement figure, every miss and false alarm, and the rule change that would fix each.
What stays true, and what we do about it
No response-time guarantee is published for this new service. A date for each monthly report is agreed in writing before it starts.
Hours are agreed in writing before the service starts. It runs once a month after month end and is not staffed round the clock.
What must remain true
- Suggested categories still match the agreed labels on a fresh sample of 50 tickets at the mark you wrote down
- Cancel, legal, safety and data-request alerts still catch every planted legal, safety and data-request message; at most one other planted message per alert set is missed; false alarms stay at or below 4 in 80 ordinary messages
- Legal-request alerts still carry the received date and the due date you stated
What we watch
- A redacted monthly ticket export
- The labels from two of your staff on the 50-ticket sample
- The planted-message file and your written category and alert lists
When something happens
Scroll the table sideways to read it all.
| When | What we do |
|---|---|
| A month closes and the export and labels are available. | We run the 50-ticket sample and the planted messages and send the report. |
| Agreement falls below your mark for a category. | We list the disagreements and propose a rule or definition change for your owner. |
| A planted legal or safety message is missed. | We flag it first in the report, with the phrase involved and the fix. Linked job: Data requests spotted and dated |
| You change your categories or alert list. | We re-run the full set on the new lists and report which cases changed. |
We do on our own
- Run the fresh sample and planted messages
- Compute agreement per category
- Propose rule or definition changes
- Write the report
We ask you first
- Any change to the pass marks or category list
- Any change to the rules in your help desk
- Wider access to tickets
- Adding an alert set
We escalate to you when
- A planted legal or safety message is missed
- Agreement for a category falls below your mark two months running
- The two labellers disagree on more than 15% of the sample
- The export changes shape or stops arriving
How you know it held. Each month you can recompute agreement from the labelled sample and our suggestions, and the report states the sample size and what a 50-ticket sample cannot show.
How we keep it true
This service is never finished. Each month's report shows whether the things it watches stayed true, and it continues until you end it.
Suggest a category, priority and queue for each new ticket from your own categories Job Optional
Each new customer-support ticket gets a suggested category, queue and (urgent and legal only) priority in a separate field, with agreement measured on tickets your staff labelled.
Bought separately, each time it is needed; not part of the monthly fee
The one-off job that builds the suggestions this service re-checks.
Flag cancel, legal, safety and press messages in your inbox to a named person Job Optional
Messages that state an intent to cancel, a legal threat, a chargeback, a safety concern or a press enquiry are flagged to a named person with the phrase that caused the flag.
Bought separately, each time it is needed; not part of the monthly fee
The one-off job that builds the cancel, legal and safety alerts.
Spot data-access, deletion and opt-out requests in support email, with a due date Job Optional
Messages that are or may be a data-access, deletion or opt-out request are flagged to a named person with the type and a due date stamped.
Bought separately, each time it is needed; not part of the monthly fee
The one-off job that builds the legal-request alerts.
Cut your help-desk tags to an agreed list, with a definition and two examples each Job Optional
Your tag list cut to an agreed size, each tag with a one-line definition and two examples, an old-to-new mapping and a retire list, checked by two of your staff on 50 tickets.
Bought separately, each time it is needed; not part of the monthly fee
The one-off clean-up of the tag list the suggestions use.
What is included, and what is not
- A monthly agreement and drift report
- The list of misses and false alarms
- Proposed rule changes
- New planted messages for next month
Included
- One help desk with ticket category suggestions and up to two alert sets in use: the cancel, legal and safety set and the legal-request set
- A fresh sample of 50 tickets labelled by two of your staff each month
- Ten planted messages per alert set, rotated each month, 5 of them written by your lead and unseen by us until the report
- A monthly report with agreement, misses, false alarms and rule changes
- 80 ordinary messages from the month's export (the 50 labelled tickets and 30 more) to count false alarms
Not included
- Changing live rules or routing: your owner does that
- Scoring or ranking agents
- Any resolution, deflection or cost figure
- Round-the-clock cover or a response-time guarantee
- Voice or call tickets
How we know it’s done
Agreed with you before work starts. Each check produces evidence you keep.
Each month the report states the sample size, the agreement per category and every miss and false alarm, and the agreement can be recomputed from the labels and suggestions.
Evidence: The monthly report and your own recomputation.
The planted messages for each alert set are all listed with whether each was caught, and a miss is listed first.
Evidence: The planted-message table.
No rule, routing or alert in your help desk has been changed by us.
Evidence: Your help desk's change log for the month.
False alarms stay at or below 4 of the 80 ordinary messages (5%), no planted legal, safety or data-request message is missed (at most one other planted message per set), and agreement per category is compared with the mark in your written list, with any category below it listed first.
Evidence: The false-alarm list, the planted-message table and the per-category agreement beside your marks.
Sign-off. You read each report and tell us whether the marks and lists still suit you. A month counts as delivered when you have the report.
If it fails. If we cannot run a month because the export or labels are missing, we say so and do not guess. If the service is not working for you, you can end it at the end of any month.
When it fits, and when we stop
It fits when
- Suggestions or alerts built to a written category and alert list, such as from the ticket suggestion or alert jobs
- Two staff can label 50 tickets each month
- A redacted monthly ticket export
We stop and tell you if
- The two labellers disagree on more than 15% of the sample
- Nobody can change the rules when drift is found
- No written category or alert list exists
What could go wrong
The service reads and reports, so there is nothing to undo. Ending it leaves your rules exactly as they are; you keep every report.
Scroll the table sideways to read it all.
| Risk | How we handle it |
|---|---|
| A sample of 50 misses a small drift | The report says a 50-ticket sample is a tripwire and shows gross drift, not small changes. |
| Planted messages become familiar and stop testing | The planted set rotates each month and part is chosen by your lead. |
| Real tickets carry personal data | You redact before sharing, through a secure route agreed in writing. |
A separate automated reviewer checks each report, and two of your staff label the sample. No human supervisor is included unless your agreement names one. At launch the work is largely automated, and we say so.
Stays with a person
- You or your owner change every live rule
- You approve any change to categories or pass marks
Access we would need
- A redacted monthly ticket export
- Labels from your two staff on a fresh sample
Questions
Do you change my rules?
No. We propose changes; your owner makes them.
Does it give a resolution or savings figure?
No. It reports agreement and misses on a sample.
Do I need to have bought the one-off jobs?
No, but the service needs written category and alert lists to check against.
How is this different from the IT triage monthly check?
That one re-runs a fixed regression set on IT tickets and reviews your overrides. This one uses a fresh labelled sample each month, plus planted alert messages, on customer-support tickets.
Also part of
Send an enquiry
Send us
- Your help desk and which suggestions and alerts are in use
- Who labels the monthly sample
- The written category and alert lists
- No customer data, logins or keys in the first enquiry
Later, once you agree
- A redacted monthly export of tickets through a secure route agreed in writing
- Two labellers and the labelled 50 tickets each month, chosen by your lead and unseen by us until the report
- The written category and alert lists and any change to them
You keep the help desk and every login. We work from a redacted monthly export, report and propose rule changes, and change nothing live.
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